What should i do if helpline number not reachble?

sanasrinivas

Hi,

I brought international tickets from Paris to Basel on the SBB website just an hour before the departure but due to some X reasons, I wanted to cancel it. So, I tried to call the SBB helpline as per the policy but that call never connected that day. So, with the advice from the ticket officer( he also tried calling the number) on the other train, I have sent an email to SBB via refund request form along with screenshots of the technical error and dial list( proof that I have tried calling them before the departure).

But SBB support team declines my refund request, they say as per their policy it has to be communicated via helpline number only but that was never connected. Now what options do i have to get my refund?

Thanks

Srinivas

FatimaH

Hello sanasrinivas

Thank you for your query.

You have received a correct answer from the Contact Center. We can be reached from abroad on 2 different numbers. We have communicated this several times in our community channel. For a complaint, you can contact our customer service via the contact form: https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/kritik/ticket-purchase-complaint.html

I wish you a nice day.

Kind regards,
FatimaH

sanasrinivas

But if your numbers are not reachable, what can I do while I am already on another train?
I am already in touch with the support team but i am not receiving a positive response even after i gave the proof of dial list screenshots, screenshots of technical error while requesting for refund, multiple tickets from Paris to Basel with same passengers, that assures that I didn’t use the later ticket.

Decision from Support is biased answer in favor of SBB only without proper justification.